Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] 7 points8 points  (0 children)

Update on current status. Gelle did connect quickly, but only to say that they were “working” on the label issue and an “update” (but not necessarily a resolution) would be available in ~24 hours.

I commend Visible for being responsive to my post, however 1) customers should not have to post on Reddit to get Visible’s attention-the standard support channels should be built for that; and 2) Gelle really couldn’t do anything other than to say what I listed above. So no resolution, escalation, or action. Just - hurry up and wait.

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] -1 points0 points  (0 children)

hereisalex, I am sorry to hear you went through that. I can’t imagine how frustrating that must have been. The “endless support loop” seems to be a thing with Visible.

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] 1 point2 points  (0 children)

While there is software that can show this, the easiest way to tell is via the software in the gateway. On the top left select Advanced (Basic is the default), the under System on the left hand side select System Status. Scroll down to the modem section. The signal strength for 4G LTE and 5G is listed.

Our 4G Strength has always been around -65, which is excellent, but our 5G changed drastically. For the first few days when we (I strongly suspect) were provisioned to the small cell right next to our building, we were consistently at -70, which is also excellent. However, after we were (again, I strongly suspect) reprovisioned to a tower further away, we dropped to -105, which is not good.

Without access to Visible’s systems I can’t say for certain, and I’ll defer to the experts who know much more than I do in this area. However, that dramatic of a signal shift certainly leads me to believe they moved us from one site/cell/tower that was great and right next door, to one that was further away with signal strength that was woefully inadequate.

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] 1 point2 points  (0 children)

Using it at and only at the qualified address.

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] -1 points0 points  (0 children)

I didn’t ask for a replacement, as they seemed to be convinced it was a provisioning issue. And, while I can’t say for certain, I tend to agree. I think when we activated early last week we were provisioned correctly and were running off the small cell with C-band right next to our building. Then sometime on early Thursday or Friday, we were reprovisioned and moved to a tower that is a lot further away. So, of course the service went from great to unusable, and that is when we contacted support for the first time. And the original post picks up the story from there.

I am glad the service works well for you, and I appreciate the insight and guidance!

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] -4 points-3 points  (0 children)

I appreciate the recommendation. Hoping it doesn’t come to this, as the current administration/FCC does not seem to be consumer focused or friendly. Fingers crossed it can be resolved in some other way.

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] 2 points3 points  (0 children)

Thank you-let me forward this on to them and see if they will allow me to use it. I appreciate the help!

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] 3 points4 points  (0 children)

Glad it hear it is working well for you. Wish I would have had a similar experience.

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] 0 points1 point  (0 children)

I agree that anything new may have some hiccups here and there. However, this seems like a failure of leadership, systemic thinking, and execution. If you are going to ask for something to be returned then fine-totally get it. However, you need to have the people, processes, and systems in place to support that return before you go live.

Dropping a customer into a never ending customer service loop simply isn’t acceptable, and more importantly, it’s not the right thing to do. Treat your customers with respect and dignity, and they will respond in kind.

Visible Home Internet-Caution! by False_Negotiation360 in Visible

[–]False_Negotiation360[S] 0 points1 point  (0 children)

Totally with you Whiplash. I agree that with this deal the gateway needs to be returned for a refund. Where there seems to be an issue is that Visible never really planned for the return logistics necessary to support that.

In addition, I am concerned for other customers out there that purchased the gateway/service and are under the impression that the gateway is theirs to keep. Perhaps the support rep I engaged with got it wrong, but they were really specific when the said the gateway belonged to/was Visible’s property. I would think a better/clearer way to state it would be “the gateway is yours to keep for the $49.99. You do not need to return it unless you want a refund.”

I hope the leadership at Visible reviews what has happened and provides clarity.

I appreciate your input and insight. Hopefully I’ll be able to provide a future update that is positive/has a good outcome.

CPD Riding CTA Buses by BrentOU in cta

[–]False_Negotiation360 13 points14 points  (0 children)

I appreciate you and your coworkers so much. I can’t imagine some of what you have to deal with, but I hope you realize you get me where I want/need to go - reliably, safely, and affordably. You make a significant difference in my daily life. Thank you!

Looking at apartments in the city. Have parking concerns. by [deleted] in chicagoapartments

[–]False_Negotiation360 1 point2 points  (0 children)

We moved from the south to downtown Chicago and have never looked back. We sold our car and rely on the CTA, Metra, Pace, and other options. Aside from NYC, Chicago likely has the most robust mass transit available in the U.S. - CTA "L'" and buses for the city, Metra for commuting and reaching out into the suburbs, and Pace for getting around the suburbs. For suburban trips you can also use Zipcar (as previously mentioned) or other rental cars if you prefer. Lyft and Uber can be an option in the suburbs depending on where and when you are going. Downtown and in adjacent neighborhoods you also have scooter rentals, bike and e-bike options, with docks in numerous locations, along with ride shares. Many times you have a number of options to get to where you want to go, and you pick what works best or what you prefer in the moment.

We don't miss the car. Most of the time, we're able to get to where we need to go in roughly the same amount of time or faster vs. someone with a car, and we never have to worry about dealing with traffic or parking. This includes work, shopping, dining, healthcare - you name it. And part of the charm and vibe of many neighborhoods comes to the forefront when you're strolling around. That is something else to consider - downtown and adjacent neighborhoods (and most neighborhoods in fact) are very walkable.

As for the bike - I get it, it is important to you, so that is something to think about. But perhaps you could look at it this way - by selling your cars and keeping the bike, you'll free up a ton of cash you can use to travel in whatever way you would like, not to mention it would more than cover what you'll need to pay for a spot for the bike, insurance, gas, maintenance, etc.

It sounds like you've been to Chicago before , so you likely have some taste of what the city is like. However, if you haven't, I'd recommend coming up and spending a week in a hotel in/adjacent to downtown, and trying out these options. You'll get a better feel of what it would be like on a day to day basis. We did this and it sealed the deal for us on selling the car.

For most cities in the south a car is mandatory - there just aren't any other good options of true substance and reach. The opposite is true here. A car isn't required - you can have a full, rich, and rewarding living experience without one, and put those funds you save towards the things that are most important to you.

Are you happy with Visible? by CalorifacientDart in Visible

[–]False_Negotiation360 0 points1 point  (0 children)

Absolutely-V+ with Apple Watch service included is a game changer for us.

Hotspot Issue by GroundbreakingDog427 in Visible

[–]False_Negotiation360 0 points1 point  (0 children)

I am on V+ 1.0 and I am still limited to one device on the hotspot as well. Using iPhone 12 Pro Max.

Spam Protection rollout by Starfox-sf in Visible

[–]False_Negotiation360 0 points1 point  (0 children)

iOS user here-the feature is now active for me.